What are the responsibilities and job description for the Stratus Application Support Specialist position at The Pronto Network?
Our company is growing! We are adding a Stratus Application Support Specialist to our team.
The Stratus Application Support Specialist will provide Tier 1 application support to our end users on various technical issues relating to provided SaaS solutions. They will also be responsible for responding to, documenting, and resolving service requests in a timely manner.
Our company is a Cooperative of 253 members in the Automotive Aftermarket Industry. We have traditional American small business values, working in an industry that is over 100 years old. Our company has over 50 employees and the Stratus Team has 4 members, training, customer service, best practice technology solutions, and this position which are all key tenants of this team. This customer-focused candidate will work with customers to set up, configure, use, and maintain our ERP solution. They will learn how to support multiple platforms, including POS, ERP, Business Intelligence, and EDI order processing. Learn from some of the best in the industry as there are many opportunities for long-term growth on this team and throughout the company. We want to keep great people engaged and challenged throughout their career.
We are looking for someone with excellent problem-solving skills to diagnose, evaluate, and resolve complex situations, or when appropriate, escalate them to appropriate staff or vendor partners. This can be a remote position for the right person, some travel is required around 1 week every quarter depending on projects, conferences, and customer requirements.
Responsibilities:
- Interface to customers of supported systems.
- Provide technical and analytical support of systems, based upon needs.
- Update supported systems documentation, which is used for training and general information.
- Ensure systems remain functioning properly through continual systems analysis.
- Regular interfacing with team members regarding daily support activities and when required escalate/collaborate on resolving issues.
- Communicate System capabilities and educate customers in effective use.
- Requires a combination of web-based training and user guide presentation/review on solutions. Maintenance of Users Guides, as required.
- Will participate in focus groups to support developing enhancements and training materials. Both online and on-site when appropriate.
- Will present training via web conferencing. Occasional regional or on-site training of groups may be required.
- Working directly with the Program Manager and Implementor to take over duties as required.
- Run, test, and implement Microsoft Server and Application updates outside of normal business hours to not interfere with normal customer operations.
- Actively maintain user credentials/setup in various systems supported.
- Other duties as assigned.
Skills/Qualifications:
- Associate’s degree or higher in computer science, information technology, engineering, project management, or related field preferred, or 3 years’ experience in the Automotive Aftermarket Industry with experience in Inventory, Pricing, Purchasing, Point of Sale, and other ERP applications relevant to the Automotive Aftermarket Industry.
- This is an Information Technology position; we are looking for an individual that enjoys working with customers to solve computer-related challenges. We service automotive wholesale distributors. Experience in technical support or Automotive Parts Distribution is preferred.
- Experience with any of the following systems/applications is a plus: Epicor’s Data Warehouse, Epicor’s Vision, Corcentric Billing, Aftermarket Automotive EDI, or Automotive Data Analysis.
- Strong multi-tasking and communication skills, both written and verbal.
- Good multi-media skills using web sites and discussion boards, presenting in web-based settings, and maintaining training materials for print and web publication.
- Proficiency with Microsoft O365 Suite (Teams, Word, Excel, and PowerPoint)
- Must be able to work independently as well as part of a team.
- Ability to manage and prioritize multiple projects effectively.
- The right candidate will be self-motivated and use slow periods to review system data and improve data quality.
If you are interested in working for a great company that offers a comprehensive benefits package including Medical, Dental, Vision, paid PTO, short-term, long-term disability, and matching 401K along with growth opportunities, email your resume to: jean.liavas@theprontonetwork.com.